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L2 Application support

/in /by

As a Technical Support Consultant at Shippit, you’ll be an integral part of our Platform Support Team, ensuring the seamless operation of our platform for our diverse clientele. You’ll collaborate closely with cross-functional teams to address technical challenges, resolve complex issues, and contribute to product
improvement.

JOB RESPONSIBILITIES

  • Act as the primary technical interface for customers, providing exceptional service and support.
  • Provide escalated technical support via platforms like Intercom, resolving complex issues promptly.
  • Collaborate with cross-functional teams to address technical challenges and ensure customer satisfaction.
  • Serve as the escalation point for Tier 3 technical support issues globally, ensuring timely resolution.
  • Identify and report product defects, contributing valuable insights to product improvement.
  • Conduct technical training for support staff, mentoring junior engineers to enhance their skills.
  • Continuously enhance technical knowledge, staying updated with product updates and industry trends.
  • Develop and maintain technical documentation and support resources to assist customers effectively.
  • Collaborate with developers to build support tools, enhancing efficiency in issue resolution.
  • Ensure timely responses to customer inquiries, maintaining high levels of customer satisfaction.
  • Work closely with stakeholders to service our customers, addressing key concerns and ensuring no repeat tickets for the same issues.
  • Jump in on calls and meetings with customers to provide technical expertise and support.
  • Proactively forecast potential technical issues for our customers and take preventive measures.
  • During busy and ‘peak’ periods pivot to other support areas requiring assistance & help load balance
  • Work altered hours depending on requirements and customer market.
  • Attends to any ad hoc tasks that may assign from time to timeREQUIREMENTS
  • Bachelor’s degree in Computer Science or related field preferred
  • Prior experience in technical support roles, preferably in a SaaS tech company.
  • Exposure to pre-sales software engineering support is strongly favoured.
  • Expertise in troubleshooting technical issues, problem mavnagement, and providing workarounds.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Certification in relevant technologies or platforms is a plus